Service Desk Analyst; 1st line - Not Profit team

Service Desk Analyst (1st line) - Not for Profit team

Department: Service Management

Employment Type: Permanent - Full Time

Location: Hybrid

Compensation: £26,000 - £29,000 / year

👋 Hello. Welcome to Wanstor! At Wanstor, we’ve been delivering award‑winning IT solutions for over 22 years, and we’re proud to keep growing year after year. Today, our team is over 200 strong, filled with talented professionals passionate about technology.

Wanstor stands at the forefront of the industry with a full portfolio of high‑quality services. From our award‑winning managed services to our robust data and development capabilities, networking and infrastructure expertise, and unparalleled security solutions, Wanstor is renowned in the market for excellence. Our strong customer references provide a solid foundation for your success. If you’re looking for a place where your skills can thrive and grow, you’ll feel right at home here!

We’re looking for a Service Desk Analyst to join our Not for Profit team. This role will see you working with some of the UK’s leading charities providing a first‑class support experience. At Wanstor, our Service Desk Analysts are the heartbeat of our customer experience — the first voice, the first solution, and the first impression.

This role goes beyond answering calls and logging tickets — it’s about owning every challenge, delivering exceptional support, and making a real impact on the day‑to‑day operations of our customers.

• Respond to client’s technical issues via phone and email, triage reported problems, resolve them, and, where necessary, escalates them to more senior colleagues.
• Log calls using service desk tools and ITIL processes, working within these frameworks to deliver customer service levels >90% and manage incidents to achieve first‑call resolution and other company KPIs.
• Maintain good customer relations, including visiting sites within the greater London area.
• Manage user accounts within Office
  365 and allocate licenses.
• Manage Active Directory and Azure services, including creation of user accounts and amending permissions where needed.
• Use remote tools such as MDM, remote control and chat to resolve user requests.
• Deploy PCs through Windows Autopilot and Intune.
• Set up and configure Windows‑based PCs and laptops.

You will have already started your journey within IT but are looking to develop your skills within a fast‑paced and supportive environment. You may have the following experience:

• IT support experience at a 1st line level
• Knowledge of ITIL, incident, problem and change management.
• Experience taking responsibility and ownership of stakeholders and projects.
• A desire to provide excellent, proactive, customer service.
• Well organised, able to multitask and work autonomously. What You’ll Love
  • 🌴
    Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
  • 📚
    Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
  • 🌟
    Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.
  • 🤝
    Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
  • 🎉
    Team Spirit: Join a friendly team and engage in various social events organised throughout the year.